Complaints

This profile includes complaints for Lumio's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Lumio

  1550 W Digital Dr Ste 500 Lehi, UT 84043-6783

• 

  Deca Living

  2000 E Lamar Blvd Ste 300 Arlington, TX 76006-7356

• 

  Lumio

  2000 E Lamar Blvd Ste 300 Arlington, TX 76006

• 

  Lumio Energy

  2929 S Elm Ave Fresno, CA 93706

• 

  Lumio

  2000 E Lamar Blvd Ste 300 Arlington, TX 76006-7356

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/23/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Despite paying in full 1 year ago, my solar panels have still not been reinstalled on my roof.I requested a removal and reinstall of my solar panels in May, ************************************************************************* April 2023. On June 23, 2023 this was finally approved and on June 29, 2023 I paid $6180 up-front for this service.By September 6, 2023 my panels had not been removed and I requested a refund. I received the refund on September 26, 2023. A week later, my panels were removed by a contractor (Ready Nation Contractors) sent by Lumio. My roof work was completed in early November 2023 and I requested reinstall of the panels. I was never scheduled, despite multiple phone calls.Due to the refund, Ready Nation was not paid by Lumio for their services. Ready Nation informed me on December 23, 2023 that they were placing a lean on my property due to Lumio's failure to pay them. I immediately contacted Lumio, explained the situation, and offered to pay for the service that was rendered. I was told that would not be necessary and that the situation would be resolved.On January 12, 2024, Ready Nation informed me that they had been paid. On January 31, 2024, after multiple failed attempts to have the reinstall scheduled, Lumio explained that I had not submitted proper photos of the completed roof work. I submitted this while on the phone and their receipt was confirmed. I was still not scheduled for the reinstall.On February 21, 2024 I was notified again by Ready Nation that a lean would be placed on my property again and that Lumio had not, in fact, paid them for my invoice. I immediately called Lumio and paid $6180 again, in full, on February 22, 2024. I was informed that a different contractor would be performing my reinstall. On February 27, 2024 Ready Nation confirmed payment.I have been calling and texting 3 separate Lumio employees since and I have still not been scheduled for reinstall. This has cost me over $1000 in lost energy gen.

  Business Response

  Date: 07/02/2024

  Hi *********, thanks for reaching out. After working with the contractor we were able to get this scheduled for July 16th. Please reach out with any questions in the meantime. 

• Initial Complaint

  Date:06/21/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Lumio Solar. I paid $6000 as down payment and signed the contract for loan. on 03/29/2024, My solar project permit has been approved by AHJ. They installed the solar panels on 04/22/2024. After that I did not receive any communication on next steps. I contacted on 04/29/2024 and they said, "we need to install a main breaker. We are waiting for a subcontractor to be onboarded with Lumio to perform the work. Once that process is complete the subcontractor will be in contact to schedule this. The panels will not be able to be powered on until all work is complete." It has been around 2 months and still my solar panels are not powered on. In these 2 months I called 5-6 times to support person but did not get any answer. Every time I got same answer, we will get in touch with your manager and will update you. I did not get any update on this.I feel, that is a scam. They just give fake promises and never complete the project. Now I am planning to take action against them. Summer is already started and I am paying heavy bills of electricity. This delay is impacting my financial condition as well.

  Business Response

  Date: 06/25/2024

  Hi *******, thanks for reaching out. Our team has reached out to you regarding your complaint. We understand your frustration at the timeline but unfortunately are constrained by the contractor's schedule for completing the main breaker. We have communicated the urgency of this project to the contractor and will continue to communicate with you directly until this is fully resolved. 

• Initial Complaint

  Date:06/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has been continually canvassing our neighborhood with no regards to no solicitation on our doors. They also say they are not a business but in reality, they are pushing solar panels. The reps will not walk away once the no solicitation has been brought to their attention. The reps became become condescending. Phoning the company just leads to a cut off while leaving a message. This is going on consistently since last year. If this cant be remedied, then business needs to be fined for trespassing. There is an ordinance in ***** in which a door that says no solicitation cannot be approached.

  Business Response

  Date: 06/18/2024

  Hi *******, thanks for reaching out. This kind of behavior is unacceptable at Lumio and we will be looking into this. Unfortunately, there isnt enough information here to identify these individuals, but if you have any additional details that would help, please email ***************************************. 

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January 2023 a gentleman came to my home to discuss solar energy. He indicated how many panels I would need and how I would be saving money each month if I switched to solar. The numbers made sense. After the system was installed I monitored my service and everything seemed to be insync as I was paying a minimal fee to FPL and then my payment of $156. to ********************** for the panels. Recently something has gone terribly wrong. I reached out to my sales person on May 30th regarding the obsurd increase in my bill and said he would have someone audit my solar panels. He indicated I needed to send an email to *************************************** for an energy audit, of which I did, but I haven't received any information as of yet. I'm now paying $156 to Mosaic and my last electric bill from FPL was $125.09 last month and the month before that it was $106.00 with a projected bill for **** of $173.00. Now I'm in debt $31k and paying more overall (approx $400.00) between Mosaic and FPL. I live alone and there has been no change in my energy usage. I've tried to reach out to AKE and the phone number ************** has been disconnect. I spoke to FPL and they said they would send a tech out within 2 weeks to do an energy audit. I feel I was mislead and have reached out to my salesman to remove the system and have yet to hear back from him. Please help.

  Business Response

  Date: 06/21/2024

  Hi ******, thanks for reaching out. Our team has been in contact with you regarding your complaint. We have provided an audit of your system and suggested reaching out to your utility company regarding your bill, which you have confirmed that you have an appointment with them on June 21st. Please reach out with any further questions. 

• Initial Complaint

  Date:06/14/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lumio Solar rep does not have a good understanding of the product. They came to my house and sold this product under false pretenses. I was told that having solar panels would eliminate the Eletric bill, but this is not the case. I was told the government offers a ***** to help cover the cost, was told in order to make this work I need about $75,000 worth solar panels and the ***** was going to cover about $******. This would come after the homeowner files taxes. The rep stated the ****** could be used for anything, even if the owner did not want to use the whole ****** towards the cost of the panels but that is not the case. In fact, this is amount it not given to the owner all at once. This credit would not be applied to owners that file for the child credit. Also they stated that having solar panels is a sell point it is not . Matter of fact, I just found out that the bank that insured this loan for the panels put a lien on the house when they installed the panels. I am at point where I wanted to sell my home but due to the lien on the house, I will not be able to sell my home untill the solar panels are paid for. This has caused a lot of stress and potentially goint to lose my home due to these solar panels.

  Business Response

  Date: 06/17/2024

  Hi ******, our team has contacted you via email in response to your complaint. Regarding your electric bill, we have provided information regarding a buyback program and encourage you to look into options available to you to find the best one for your situation. Regarding the *** Tax Credit, it is important to note that eligibility is contingent upon your tax liability. To facilitate this process, please ensure your Tax Professional/CPA receives a copy of your Solar Install Agreement. The tax credit represents a dollar-for-dollar reduction in your income tax obligations. Please be advised that Lumio does not offer tax advice or services. It is advisable for consumers to seek counsel from a qualified tax professional regarding their eligibility for federal solar investment tax credits. For detailed information beyond your agreements with Lumio and your financier, we recommend visiting the *** website related tot he Residential Clean Energy Credit and consulting with a tax advisor. As well as consulting with a tax advisor with experience with the tax credit to get all available information and options tailored to you. Regarding concerns about a lien from the loan provider and about selling your home, please refer to your financiers FAQ section on their website under the Home Sale/Refinance section or contact them directly for further clarification.

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to a part failure on our home solar energy system, Lumio offered compensation in the amount of $814.75 on October 10, 2023 in a conversation with the supervisor, ***********************. Since then I have called on 1/22/24 and spoke with ****** who informed my the claim had been approved and was in accounting. I spoke with ***** on 4/16/24 and was told I may see the check around the end of April. I spoke with ***** on 5/23/24 and again on 6/14/24. She informed me both times that my request was being processed in accounting. HOW LONG SHOULD IT TAKE TO PROCESS A CHECK PROMISED IN OCTOBER 2023?!?!?!? It has now been 8 months and still Lumio has failed to pay the money they promised!!!

  Business Response

  Date: 06/24/2024

  Hi ******, thanks for reaching out. We are actively working on expediting your payment to ensure that it is promptly issued to you.

  Customer Answer

  Date: 06/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, IF ACTUALLY FULFILLED BY LUMIO will be satisfactory to me.Unfortunately, Lumio has assured me for almost eight months that the settlement payment had been approved and was with their accounting office for processing.  The fact that they now claim it will be expedited in response to my contacting the BBB is encouraging, but  their "promise" is only words until I actually, finally receive the payment they have promised for so many months.

  I will have my fingers crossed while I wait to see if Lumio actually does what they have said!
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to sell my home and I can no longer contact the company. It had come to my understanding it may have been dissolved but I am making payments towards the loan via mosaic. I want to know who took over my warranty and who can service the panels.

  Business Response

  Date: 06/14/2024

  Our team reached out to the customer regarding their complaint and verified that they were able to get the information they need. Additionally, we provided direct contact info for a team member for any further questions.

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased solar from this company over a year ago. For months we waited to get everything installed and connected. We recently received our yearly offset from the power company only to find out we owe them over $2,000 because the panels have not been working for a year. I have contacted the company numerous times and keep being told that someone will call back or someone will be sent out to repair and no one ever calls back or shows up to diagnose/repair anything. Meanwhile, we are paying for a system that doesnt work AND paying monthly electric PLUS the additional $2k offset.

  Business Response

  Date: 06/10/2024

  Our team has been in contact with the customer regarding their concerns. The customer reported system malfunction to us on September 15, 2023 and we repaired in on October 12, 2023. They also notified us on May 22, 2024 and the repairs were completed June 4, 2024. We have submitted a reimbursement for two months of loan payments to cover the payments while the system was down. This has been communicated to the customer. 

• Initial Complaint

  Date:05/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with Lumio for solar panels for my home in *******. I decided to outright buy the panels as that seemed like the best option for me. I gave the sales rep a check for $6615.00 on March 19. Solar panels were installed April 24. At time of install, there was a square hole in my garage drywall where some type of "transformer" was installed. When I questioned the installation supervisor, he told me the transformer has to be accessible for inspection by the electric company. Inspector from electric company failed the project because there was a hole in the wall. He agreed that the transformer needed to be accessible, but said typically the drywall is repaired with a small metal door to allow access. Lumio sent drywall repair on May 20. I have been reaching out via text and phone to Lumio to have the inspection completed as I have paid for non-functioning solar panels and I want them to be up and running. I have received multiple answers from Lumio. They did not even seem to realize the drywall had been repaired. As of this date (05-28-2024), they are saying someone from Lumio still needs to come out and fix some things. They do not know what things, just that is what the work order in their system says. I feel I have been patient enough. All of my neighbors who had solar panels installed from Lumio have functioning systems. I just want the job to be completed. If you can help me in any way, I would apprectiate it.Thank you.

  Business Response

  Date: 06/03/2024

  Hi *******, our team has been in contact with you to let you know that your inspection is scheduled for this Thursday, June 6th. Please let us know if you have any questions in the meantime. 

  Customer Answer

  Date: 06/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lumio sold me a solar system in 2022 for about $56,000 with the promise that it would work and provide power for my home. They said that it would cover all of my energy needs over the course of a year and that I would have a minimal power bill each month.The system has not once produced enough power for my home and every single month I have had a power bill and a solar bill to pay, this however, is not my complaint. My complaint stems from the fact that my system was never installed properly and Lumio refuses to fix the issue. They are well aware that the wiring of my solar system was done incorrectly (as has been pointed out to me by 3 different third-party experts) and a Lumio technician also told us that the issue we are having will be a reoccurring issue. Lumio refuses to fix the issue and my solar system fails on a weekly basis and I am forced to go to weeks at a time with no solar production all while still having to pay a solar AND power bill. In the contract signed with Lumio there is a 10-year workmanship warranty and even though this is a workmanship issue (the system was never installed properly) they refuse to address the issue, theyll make me wait weeks and then send a technician out to do a temporary fix and wait for it to fail and then schedule a tech to come out weeks later. The last time I had a tech come out I was told it took so long to schedule service because they needed 2 techs to work on my system and check the wiring on the roof. Only 1 tech showed up and he didnt even check the wiring on the roof, all he did was do a power cycle of my system which actually caused my system to fail an hour after he left (I had actually gotten my system to produce power before he got here 1.5 hours after the tech left my system stopped producing power). I reached out to Lumio and they dont care, they scheduled for the same tech to come out over a week later, so Ive been without solar production again for basically the entirety of May.

  Business Response

  Date: 05/30/2024

  Hi ******, our team has left a voicemail and sent an email letting you know that you have an appointment scheduled for tomorrow. We will follow up with you next week and see how it went. We have also provided direct contact information for any further questions going forward.